Customer Ratings & Reviews

Hi JairC, Thank you for the positive review! We're glad you're enjoying the bass and music clarity, excellent noise canceling, and overall performance of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

HI ChristianG,

We are glad you appreciate the quality of our products! We understand that comfort and fit are crucial for enjoying the WF-1000XM5. For the best seal and stability, please ensure you have tested all four sizes of the noise-isolating earbud tips, as a snug fit is essential for both noise cancellation and preventing movement while talking or eating.

Thanks for choosing Sony.

Best regards,
Eliab

Hi KaiG, Amazing! We're very pleased to hear you like the top notch noise cancelling and great sound quality of your Sony WF1000XM5. If the sound profile is too "bassy" to your liking, there are a variety of presets and custom features using the Sony | Headphones Connect App that tailors the sound to your personal preference. Hope this helps and thanks for choosing Sony! -Sam

Hi HowardO!
We are immensely pleased to hear that you appreciate the design and the high-quality sound of your new WF-1000XM5 earbuds. It’s wonderful to know that Sony continues to be your go-to choice!

Thank you for putting your trust in Sony!
Best regards,
Estefany

We're delighted to hear you're enjoying your WF-1000XM5, Timo! It's fantastic to know that they're working well for you.

We designed the multiple earbud tip sizes to ensure a perfect and secure fit for every user, which is crucial for both comfort and getting the best possible noise-canceling performance. Your feedback confirms that this feature is a success, and we're so glad it's been helpful to you.

Thanks for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Thank you for the fantastic review, AirNava!

We’re so glad to hear you’re enjoying the excellent, crispy sound of your WF-1000XM5, even while running in the rain! It’s great to know the water resistance is keeping up with your workouts. Thank you for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi Daniel,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and fit of the headphones. It's unfortunate that the left earbud is not working properly.

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app).

You may also find these steps helpful:

-Make sure the headset units are stored securely in the supplied charging case. If the headset units are floating in the charging case, the headset units may not be charged.

-When the charging ports of the headset units or the charging case get dirty, the headset units may not be charged. Clean the charging ports with a soft dry cloth.

-The left or right headset unit works as the main headset unit, so it consumes the rechargeable battery faster than the other unit. There is a difference in charging time between the left and right headset units, but this is not a malfunction. The left or the right headset unit can be the “main headset unit” depending on the usage environment.

Resetting and initializing the headset may also help resolve the issue:

Resetting the headset
-Set the headset units into the charging case. Leave the charging case lid open.
-Press and hold the reset button on the back of the charging case for about 20 seconds or more. After about 15 seconds, the indicator (orange) on the charging case flashes for about 5 seconds. Then, the indicator on the charging case turns off and the headset will be reset. Note: Do not release your finger from the reset button on the charging case while the indicator (orange) is flashing. If you release your finger, the headset will be initialized.
-Check that the indicator turns off and then release your finger.

If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.

Initializing the headset
-Set the headset units into the charging case. Leave the charging case lid open.
-Press and hold the initialize button on the back of the charging case for about 15 seconds or more.
The indicator (blue) on the charging case repeatedly flashes twice in a row, and then the indicator (orange) starts flashing.
-Release your finger within 5 seconds after the indicator (orange) on the charging case starts flashing. When the initializing is complete, the indicator (green) on the charging case flashes 4 times.

This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again.

Hope this helps. If still not resolved or you need further assistance, please contact our product support team via phone call or chat through this link:

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi Stevesim,

Thanks for sharing your thoughts on the WF-1000XM5 earbuds!

We're so happy to hear you love the amazing sound quality—your feedback is a great endorsement for our brand. We're glad they are working well for your needs, and we appreciate you choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.

Hi ChrisH, Awesome! We're glad to hear that you are enjoying the sound quality and the fit, especially during your workout sessions at the gym. Thanks for choosing Sony! -Sam

Hi Clyde,

You made the right choice upgrading to the Sony WF1000XM5! We're glad that you like the fit, comfort, and sound quality of the headphones. Your feedback about the Sony app is greatly appreciated. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony!

-Ralph

Hi ScottP,

It brings us great joy to hear that out of all the premium options you’ve tried, our earbuds have come out on top!

Knowing that we outperformed so many other brands in your collection is a huge compliment. We worked hard to ensure that both the audio performance and the user interface of our app are as seamless as possible, so it is rewarding to see that effort reflected in your experience.

Thank you for choosing Sony as your number one choice for sound!

Regards,
Dominick

Hi RobertoI,

Fantastic! We are thrilled to know that you love your WF-1000XM5, and that you are satisfied with its very comfortable fit design, ease of use, and exceptional sound quality. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Thank you very much for your purchase and for choosing Sony!

- Romeo

Hi Juan, Congratulations! You've certainly made a great choice! We are extremely pleased to hear your satisfaction with the amazing sound quality, very comfortable fit design, and superb noise canceling feature of your WF-1000XM5. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Jakie23,

Thanks for sharing your review and experience with the WF1000XM5. Sony's commitment to customer satisfaction is our top priority. Your feedback is extremely important to us and is very much appreciated. The overall volume may vary depending on the source content. Using the headphones at max volume all the time may damage your eardrums. It is recommended to use the headphones with precautions.

Hope this helps. Thank you for choosing Sony!

-Ralph

Hi KAK2, nice! We're glad you like your new earbuds! Thanks for choosing Sony! Enjoy! ~Earl

Thank you for sharing your feedback, FeAnMa.

We are so pleased to hear that you find the WF-1000XM5 earbuds to be very efficient and that you are happy with the top-notch noise cancellation. We designed these earbuds to provide a premium listening experience with industry-leading noise canceling, and it's rewarding to know that they are meeting your expectations.

We also appreciate your honest comments regarding the comparison to other brands and the value for the money. We will be sure to share your feedback with our product development team.

Thank you again for choosing Sony and for sharing your experience.

Best regards, Gus, Sony Social Media Team

Hi SamJ, Fantastic! We are thrilled that you are satisfied with the outstanding sound quality, effortless setup, and excellent fit of your WF-1000XM5. Thank you for your perfect five-star review and for choosing Sony! - Romeo

Hi BlakeS, thank you for sharing your positive feedback on the sound quality and noise cancellation of the WF-1000XM5 earbuds, and for highlighting your concern about the firmness of the ear tips.

Your experience is appreciated—achieving the best fit is essential for both comfort and optimal sound and noise cancellation performance. Sony has provided several recommendations and options for users who find the supplied ear tips too firm or uncomfortable:

- The WF-1000XM5 comes with multiple sizes and types of foam ear tips in the box. It’s recommended to try all included sizes to find the best fit.
- For those who find the foam tips a bit firm, a good technique is to gently roll or compress the foam tip between your fingers before placing it in your ear, which allows the foam to expand for a tighter and more comfortable seal. Some users also note that the foam tips may develop a “break-in period,” softening and conforming better with regular use and warmth from the ear.
- The Sony | Headphones Connect app includes a fit test feature, allowing you to verify ear tip selection and seal digitally, which can help to further optimize your experience.
- Regular cleaning of the tips and checking for the best fit can also help maintain comfort and sound performance.

Sony values your feedback and is committed to ensuring your comfort and satisfaction. If you continue having difficulty with the standard tips, please consider reaching out to Sony Support for guidance on obtaining alternative tips or further assistance.

Thank you for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hello Larry,

Thank you for considering Sony products.

We sincerely apologize for the discomfort you experienced with the WF-1000XM5 earbuds, which ultimately led to your decision to return them. This is certainly not up to the quality standards we strive for, and we take your concerns very seriously. Please be assured that we will forward your comments to our dedicated Sony team for a thorough review as we continue to work diligently to improve our products.

Best regards,
-Fred

Hi HAHdnenwfnafjtjfwjwtnwtna, Thank you for the awesome review! We're thrilled to hear you like the exceptional built quality, comfortable fit, and amazing sound quality of your Sony WF1000XM5. Thanks for choosing Sony! -Sam